FQA with Quality Removals

Do I have to pay a call-out fee even if I am moving within the same suburb or building complex?

Yes, we charge a call-out fee for all jobs performed within the Canberra and Queanbeyan areas. If the pick-up or delivery point is within 2 hours of travel from Canberra, you will be charged for our traveling time going to or coming back from the location empty. For relocations involving more than 2 hours of travel from Canberra, please contact us directly.

How do I calculate my call-out fee?

The call-out fee is based on the hourly rate quoted and is equivalent to 30 minutes (50%).

Is there a minimum charge for my job?

Yes, our minimum charge covers 2 hours of work plus the call-out fee.

Do you charge by the hour?

No, we charge in 15-minute increments after the initial 2 hours.

If my job takes more than 2 hours, how do I know the amount I will be paying?

For instance, if your job takes 2 hours and 45 minutes, you will be charged for 2 hours and 45 minutes plus the call-out fee. For example, if we quote $100 per hour and your job takes 2 hours and 45 minutes, you will pay 2.75 hours × $100 = $275, plus the call-out fee of $50 (which is for 30 minutes or 50%).

Do you have insurance?

Yes, we have various insurance policies, including public liability, workers' compensation, and vehicle insurance. However, we do not assume responsibility for damages to specific items without evidence. For example, if a fridge is damaged during the move and you only report it the next day without evidence, we will not accept responsibility.

What happens if there is evidence of damage?

If there is evidence that damage occurred during the move and our removalists accept responsibility, we will forward the claim to our insurance broker. However, the acceptance of the claim by our insurer is not guaranteed; this will be a matter for you to discuss with the insurer.

What happens if I do not want to pay the account once the job is done?

By confirming the booking with Quality Removals, you agree to pay the quoted fee. Failure to pay will result in us forwarding the outstanding payment to our debt collector. Any fees incurred by our debt collector will be charged to you.

What is the arrival time?

For morning jobs, the arrival time is as scheduled in the booking. For afternoon jobs, the arrival time is an estimate and may vary depending on the completion of the morning job. We will call you if there is any delay, and the driver will call you when on their way.

How long will the move take?

The time required will vary based on the number of rooms, any disassembly or reassembly needed, and the distance between the pick-up and delivery points. We can provide an estimate, but the exact duration will be clear once we arrive.

Can I claim a discount if I am not happy with the service after the job is done?

Once you confirm the booking with Quality Removals, you agree to pay for the hours worked by the removalist team. We do not offer discounts based on service speed or efficiency complaints after the job. If you are dissatisfied, please notify our office promptly so we can address your concerns. If you do not accept the resolution provided, Quality Removals reserves the right to terminate the job and charge for the hours worked from start to finish. We encourage open and timely communication to ensure the best relocation experience.